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Strategic Management 7 Internal Analysis

7.2.1 The primary activities:
• inbound logistics:
- these deal with the delivery. movement and handling of raw materials from suppliers;
• operations:
- transformational activities which create end products from raw materials, inputs and
• outbound logistics:
- refers to the processes which transfer products to distribution channels;
• marketing/sales:
- includes such activities as advertising, promotion, product mix, pricing, working with buyers and
wholesalers, and sales force issues;
• service:
- customer service issues include warranty, repair, installation, customer support, product adjustment
and modification.

7.2.2 The support activities:

• procurement:
- the firm’s purchasing of material and supplies for its activities;
• technology development:
- focuses on improving the processes in primary value-adding activity;
• human resource management:
- hiring, training, compensating, developing and relations with the firm’s people;

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